Terms of Service

Ticket Deletion Manager. Last updated: 9 November 2026.

These terms are an agreement between Glidebyte ("Glidebyte", "we") and the organisation that installs Ticket Deletion Manager ("you"). By installing the app you accept them. Glidebyte is independent and is not part of Zendesk.

1. The service

The app finds Zendesk tickets that match rules you set, shows you a preview, and deletes them when you approve it or when a schedule you set runs. You choose, rule by rule, whether deletion is soft or permanent.

2. Access to your Zendesk

You authorise the app to read and delete tickets in your Zendesk account through Zendesk's sign-in system. You confirm you have the authority to do so. You can withdraw access at any time in Zendesk, and the app then stops working.

Who can use the app. Zendesk decides who can install apps, using its own roles and permissions. After that, you decide who in your organisation can open the app, using Zendesk's own role restrictions for apps. The app also checks every sign-in with Zendesk and only lets in people who are active administrators or full agents: light agents, contributors, end users and suspended users are refused. You are responsible for choosing which of your people can use the app, and for what they approve. The app acts with the permissions of the person who installed it, not those of the person using it, so restrict it to the roles you trust to delete tickets.

3. Trial, price and billing

• The price is per Zendesk account, not per agent: $30 per month, for any number of agents, plus any taxes.
• There is a 1-day free trial. The trial allows up to 200 ticket deletions in total; after that, deleting resumes in full when the trial ends. A payment card is required, and billing starts automatically when the trial ends unless you cancel first.
• Billing and cancellation go through the Zendesk Marketplace and Stripe, not through us.
• Refunds: none after the trial, except where the law requires one.
• We will give notice before any price change takes effect.

4. How deletion works

• Preview first. A manual deletion shows you the matching tickets. Only the tickets you approved in that preview are deleted. Tickets that match later are not touched.
• Scheduled rules. You approve a preview when you set up a scheduled rule. After that, each run searches again and deletes whatever matches at that moment, without asking you. If you edit a rule, its approval is cancelled and the new version does not run, on a schedule or by hand, until you preview and approve it again.
• Soft delete moves tickets to Zendesk's deleted list, where Zendesk's own rules allow them to be restored for a limited time (currently 30 days).
• Permanent delete removes tickets for good. Neither we nor Zendesk can recover them. You must confirm that you understand this before a permanent rule can run.
• Archived tickets. Zendesk permanently deletes tickets that it has archived, even when you choose soft delete, and they cannot be restored. The preview warns you when a rule matches archived tickets, and you must confirm before the rule can run.
• One run at a time. Only one deletion run goes at a time for your Zendesk account. A scheduled run that comes due while another run is going waits and then starts. "Deleted" in the run history means Zendesk confirmed the deletion, so a ticket that someone else deleted a moment earlier can still be counted.

5. Your responsibilities

• You are responsible for the rules you create and approve, and for what they match.
• You are responsible for any legal duty to keep records, such as a legal hold. Exclude those tickets in your rules.
• Test new rules on a small set first, and keep your own backup or export where you need one.
• The preview, the per-run ticket limit and the confirmation step are there to help you. They do not make a rule safe.
• You will cover us against claims by third parties, and our reasonable costs, that arise from you deleting data you were not entitled to delete or were required to keep.

6. Acceptable use

Use the app only on Zendesk accounts you are entitled to manage and only for lawful purposes. Do not try to disrupt it, reverse engineer it, or use it to get around Zendesk's rules.

7. Availability

We work to keep the app running, but it depends on Zendesk and on its limits on how fast requests can be made. A scheduled run may be late, partial or skipped if Zendesk is slow, rate-limited or unavailable. If a rule fails three times in a row we switch it off, and you must turn it back on after checking it. Zendesk may change its platform or its limits, which can affect how the app works, and we may change or stop the app with reasonable notice.

8. Your data

Our Privacy Policy explains what we collect and how long we keep it. For information in your tickets we act as your processor. A data processing agreement is available on request.

9. Liability

The app is provided as it is, with no promise that it is error-free or uninterrupted, or that a rule will match what you intended. We are not responsible for tickets deleted under a rule you set or a preview you approved, or for losses that follow from a deletion that worked as described. We are also not liable for indirect or consequential loss, or for loss of profit, business, goodwill or data. Our total liability to you for anything arising from the app is limited to the greater of the fees you paid us in the 12 months before the claim and $100. Nothing in these terms limits liability that the law does not allow us to limit, such as for death or personal injury caused by negligence, or for fraud.

10. Ending the agreement

You can cancel at any time through Zendesk. We can suspend or end your access if you break these terms, misuse the app, do not pay, or if Zendesk ends your subscription. When the agreement ends, scheduled runs stop and we delete your data as set out in the Privacy Policy.

11. Changes and law

We may update these terms and will tell account owners before a change that matters takes effect. These terms are governed by the law of England and Wales, and its courts have jurisdiction. Contact: support@glidebyte.co.uk.

12. General

These terms, together with the Privacy Policy, are the whole agreement between us about the app. If part of them is found to be unenforceable, the rest still applies. You may not transfer your rights under these terms to anyone else without our agreement.